Global Commercial Services (GCS) serves millions of business customers around the world, from mom-and-pop shops to Fortune 500 companies. We back businesses so they can do more business, with a mission to be the undisputed leader in financial and membership services - responsibly driving double-digit revenue growth. We do that by offering a diverse range of payment and cashflow tools, from a wide range of traditional card products, to working capital and supply chain financing, to new digital solutions that make it easy for our customers to manage a full range of their financial and payment needs.
Role Overview
The Manager, Digital Product Operations is embedded within the US SME Early Experience organization and serves as the operational bridge between customer-facing teams and Product & Engineering.
This role drives operational rigor across product stability, customer-driven feature demand, and feature readiness. By governing defect validation, enhancement intake, and structured feedback representation, the Analyst ensures engineering capacity is preserved, product performance is transparent, and customer experience insights meaningfully influence roadmap decisions.
This role is not customer-facing but may join customer-facing colleagues on customer calls occasionally to better understand the customer experience or provide customers with technical guidance. Instead, it enables US SME through disciplined operational frameworks that support scalable product delivery, feature utilization, and continuous improvement. Candidates who reside within a reasonable commuting distance of an American Express office in Minnesota, Florida, or Arizona will be required to work onsite three days per week, in accodance with the company's hybrid work expecatations.
ResponsibilitiesDefect Triage & Engineering Capacity Protection
- Own end-to-end governance of product defect intake, validation, and severity classification prior to escalation to Engineering.
- Establish and enforce quality standards for defect submissions, ensuring reproducibility, impact clarity, and documentation completeness.
- Differentiate true product defects from configuration, process, or training gaps to prevent unnecessary engineering engagement.
- Quantify business and utilization impact to inform prioritization decisions.
- Preserve engineering capacity by reducing unnecessary escalations and improving intake rigor.
Cross-Functional Product Operations Leadership
- Serve as the primary operational liaison between Early Experience and Product & Engineering.
- Translate product-related customer feedback into structured, validated inputs aligned to business impact.
- Drive alignment on prioritization, status transparency, and communication during high-impact product events.
- Maintain closed-loop reporting to ensure visibility into roadmap and defect resolution outcomes.
Product Enhancement Governance & Demand Management
- Govern the structured intake and qualification of customer-driven product feature requests.
- Aggregate enhancement themes to represent a unified and prioritized voice of the customer.
- Align enhancement demand to measurable utilization, sentiment, and business impact indicators.
- Track feature request lifecycle outcomes and provide transparency into roadmap decisions.
Feature Readiness & Release Governance
- Assess operational supportability and downstream impact of new features prior to release.
- Ensure Early Experience teams are equipped with documentation and readiness materials.
- Monitor post-launch adoption and sentiment performance to evaluate feature effectiveness.
- Identify gaps between feature intent and customer experience outcomes.
Product Health & Experience Insights
- Maintain ongoing visibility into product stability and feature utilization trends.
- Identify systemic friction themes that may impact engagement, sentiment, or card utilization.
- Escalate risks and recommend scalable remediation strategies aligned to business objectives.
Measurable Impact
- Reduction in unnecessary engineering escalations.
- Improved defect quality and prioritization accuracy.
- Increased feature utilization among Early Experience customers.
- Stronger alignment between customer demand and roadmap prioritization.
- Reduced operational friction for customer-facing teams.
- Protection of engineering delivery capacity.
Qualifications
- 3–5+ years in Product Operations, Business Operations, SaaS Operations, or similar environments.
- Experience building or governing structured workflows and intake frameworks.
- Demonstrated ability to influence cross-functional stakeholders without direct authority.
- Strong analytical skills with ability to assess and communicate business impact.
- Experience in fintech, payments, SaaS, or expense management platforms preferred.
Core Competencies
- Operational governance and systems thinking.
- Structured prioritization and demand management.
- Cross-functional leadership and influence.
- Data-informed decision making.
- Executive-ready communication.
- Continuous improvement orientation.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
About UsAt American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
Skills Required
- 3-5+ years of experience in Product Operations, Business Operations, SaaS Operations, or similar environments
- Experience building or governing structured workflows and intake frameworks
- Ability to influence cross-functional stakeholders without direct authority
- Strong analytical skills and ability to assess and communicate business impact
- Experience in fintech, payments, SaaS, or expense management platforms
- Operational governance and systems thinking
- Structured prioritization and demand management
- Cross-functional leadership and influence
- Data-informed decision making
- Executive-ready communication
- Continuous improvement orientation
- Employment eligibility to work in the United States
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Strong & Reliable Incentives — Bonuses are often viewed as strong and materially boost total compensation when combined with benefits. Company-performance bonuses are highlighted as a recurring strength.
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Leave & Time Off Breadth — Paid time off and paid leave are frequently highlighted as strengths within the total rewards package. These policies support work-life balance and contribute meaningfully to overall satisfaction.
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Retirement Support — Retirement benefits are frequently mentioned as a positive component of the package. These offerings add tangible value beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
